Business Challenge
Minisoft, a global leader in legal collections software, needed to overhaul its internal customer support process. As the company’s client base grew, the manual process of searching through data became increasingly labor-intensive, creating an opportunity to streamline support operations. Minisoft required a scalable, AI-powered solution to reduce ramp time for new customer service representatives and improve support efficiency.
Benefits
- Faster Resolutions: Agents instantly retrieve answers using natural language queries, cutting response times dramatically.
- Improved Customer Experience: Accurate, real-time responses improve case resolution and strengthen customer loyalty.
- Modernized Infrastructure: Built on Google Cloud and Vertex AI, integrated with Microsoft Entra ID for secure single sign-on and scalable performance.
“Our partnership with Woolpert and Google is enabling us to apply the latest AI technology, putting Minisoft at the forefront of innovation in the legal market.”
- Ted Devault, CEO, Minisoft
Working With Woolpert
Woolpert collaborated closely with Minisoft to design and launch the Agent Assist Chatbot using a phased approach. The team provided technical expertise, Google Cloud integration, and ongoing support to ensure the solution met Minisoft’s aggressive timelines and strategic goals.
The Solution
Woolpert Digital Innovations designed and implemented an Internal Agent Assist Chatbot on Google Cloud. The chatbot uses Vertex AI, Google BigQuery, and Cloud Storage to pull and tokenize Salesforce case data, emails, and PDF documentation into searchable vector databases. Using Google Gemini LLM, agents can ask simple English questions and receive precise, contextual answers in seconds.
